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I have placed an order on Digistore24

Where can I find my order ID?

Every order has an order ID. The order ID is usually a combination of letters and numbers, e.g. 5K5WFNS4.

If you have any questions or concerns about your order when you contact the Digistore24 support team, it will help us a lot if you provide us with your order ID. This will enable us to process your request quickly.

You can find out where to find the order ID for your order in this article.

Tip

It is best if you not only state the order ID in your support enquiry, but also send your enquiry from the email address you used to make the purchase.

Please note

If you have any questions about the content of the product itself, please contact the product vendor. In most cases, you will find the product vendor's contact details on the order overview page or in the order confirmation email.

Find order ID in order confirmation email

The easiest way to find the order ID is in the order confirmation email.

After your purchase, Digistore24 will send you an order confirmation email to the email address you provided on the order form when you made your purchase.

The order confirmation email has the following properties:

  • The sender is Digistore24 support <support@digistore24.com>
  • The subject is Digistore24 - Order successful / access
Tip
If you can't find the email, check your spam folder or trash folder.  

How to find the order ID in the order confirmation email:

  1. Open the order confirmation email.

  2. Scroll down to the Details of your order section.

    The order ID is shown here.

Find order ID using payment method

If you can no longer find your order confirmation email, you can find out the order ID using your payment method. How this works depends on the payment method you used to make the purchase.

SEPA direct debit

If you paid by SEPA direct debit, you will find the order ID on your bank statement.

To do this, check the reason for payment in the Digistore24 order record.

The reason for payment could look like this in the account statement:

kontoauszug_bestell_id.png

The part marked in yellow is the order number. If you are unsure which part of the reason for payment is your order number, you can also send us the entire text from the reason for payment with your inquiry.

Please note

In some cases, the order ID is not noted on the account statement, but instead a mandate reference number is provided. The mandate reference number begins with ‘PM’ and is followed by a combination of numbers and letters.

In such cases, you can provide the mandate reference number in your enquiry to the Digistore24 support team.

Credit card

If you paid by credit card, follow these steps first:

  1. Open this link: https://www.digistore24.com/en/home/find_my_order/cc
  2. Enter your first name.
  3. Enter your last name.
  4. Enter the date of purchase.
  5. Enter the amount.
  6. Enter the last 4 digits of your credit card number.
  7. Click on the Find order button.

You are now on the order overview page. The order ID can be found in the address bar (URL) of your browser. At the end of the URL you will see two combinations of letters and numbers. The first of these is your order ID.

url_bestell_id.png

Bank transfer

If you have paid in advance, you will find the order ID in your bank statement.

With your bank transfer, you had to specify a predefined reason for payment (subject). The reason for payment consists of a sequence of letter and number combinations separated by hyphens.

If you remove the hyphen from the last two combinations, this is your order ID.

vorkasse_bestell_id_en.png

In this example, the order ID would be XXLVK5CN.

PayPal

If you paid with PayPal, you will find the order ID in your PayPal account.

To do this, log into your PayPal account and go to the relevant order under Activity. In the detailed view of the order, you will find the order ID under Purchase details.

Tip

If you are unsure, you can also send us a copy of your PayPal account statement (PayPal transaction ID and PayPal invoice ID). Please do not send us a copy of your bank statement, as we will not be able to use it to allocate your order.

Klarna

If you paid with Klarna you will find the order ID in your Klarna account.

To do this, log into your Klarna account and go to the relevant order. Under Order details, click on Show details. You will find the order ID under Shop order reference.